Just over three months ago, I purchased a Samsung Galaxy S4 from T-Mobile. I constantly had troubles with the battery draining too quickly, and with the phone turning off on its own. I contacted T-Mobile and they sent me a new battery, but the problem still persisted.
I contacted T-Mobile on Aug 29th, and let them know the problem was still present. The representative told me that she would send me a replacement phone. When asked if it would be new or refurbished, and she told me new. I also told her I would be out of the country for 10 days starting the day after the call.
She sent the phone to me via next day shipping (she said it would arrive on Tuesday [after Labor Day]), which I did not request. And I'm fairly certain I specifically asked if there would be any fees for this process and she said no. She said she would waive the shipping charges as a courtesy and that there were no other fees. She also told me they would pay for the cost of the screen protector I purchased from T-Mobile for my original phone.
I was charged a warranty fee, shipping charges, and she did not make notes on the account regarding the reimbursement of the screen protector. I was able to get the shipping fee waived and I was able to get a credit for the screen protector (at least this is what I was told), and I appreciate this.
However, I was not able to get the warranty fee waived off my account. I was told today that this fee is standard and could not be removed even though the company representative specifically told me that there would be no fees. If the representative specifically says there are no fees, shouldn't there be no fees?